Overview. AN OVERVIEW OF B2B's LATEST CRM SOLUTION TO REALISE WE ARE NOT JUST ANOTHER CRM... Published By

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1 Overview AN OVERVIEW OF B2B's LATEST CRM SOLUTION TO REALISE WE ARE NOT JUST ANOTHER CRM... Published By

2 - THE NEED Many business owners we speak to do not have one central location to access at the click of a button all information they need to utilise there business potential. How many customers, what services do those customers have? All communication that has been completed with that customer via phone & . The buying habits, the location, the invoices and even whats in the pipeline. Further to this other teams or staff productivity is not instantly available to other members of staff within the organisation. This means information is passed around departments wasting valuable time. Couple with this staff leave, or move departments or simply go on holiday and the information is not always available. - THE SOLUTION B2B CRM is designed to help businesses use their CRM application not just as a CRM but as a complete business management suite. It will take care of your Customer Relationship, it will take care of your HR department and if you desire it will even automate many of your day to day tasks and even do your accounts. Our CRM can be custom built to your exact needs and if there is a feature we have not included we can even build this in for you! B2 BE SMARTER - THE SMARTEST CRM... Only a CRM- Our CRM is not just a Customer Relationship Manager. It is a complete Business Manager. This will be the only piece of software your business will need to run efficiently and effectively. All other software can and eventually will become redundant. Optionally - we can integrate any current software into our CRM so all information is accessible from one place. Expensive & Costly- Most other CRM's are very costly. This means that they simply do not give a return on the value. B2B CRM has been proven to pay for itself many times over due to business automation. Difficult to Use- It has been proven that if staff cannot understand a product within one week it will simply go unused. Our user interface is very simple, very easy to understand and user friendly. Missing Features & Flexability- Many CRM's on the market will only achieve between 60-70% of the functions you actually require. We will not only customise our software for your specific industry, we will also customise B2B CRM to include all the functions you need. If you have a specific niche requirement then we can even build this in for you making our product the only system that will meet all your requirements not just now but also long term into the future. 2

3 About B2B B2B has been fueling the growth of businesses around the world for almost 20 years. Our CRM solutions come fully loaded with the core Sales, Marketing and Service functionality companies need to optimize sales productivity, accelerate marketing and improve customer service. With flexible on-premise and cloud deployment options, tailored-to-fit flexibility, state-of-the-art security infrastructure, your industry-specific editions and anywhere/anytime mobile access, B2B is the CRM solution of choice for SMEs. B2B CRM is designed to help businesses use their CRM application as a system of engagement that manages the entire customer lifecycle, from acquisition through retention and expansion. The new edition features innovative automations, enhanced business process configuration, expanded API infrastructure and a user-friendly design that helps organisations deliver exceptional service at every stage along the customer journey. B2B CRM NEW FEATURES & FUNCTIONALITY Productivity Boosting Automations - Eliminate manual and repetitive task through auto updates and calculations, set unique business processes for each customer segment Engaging User Experience - New calendar and appointment setting capabilities, clear module identification and modern colours, fonts and icons Expanded API Infrastructure -Helping you connect with thousands of applications that provide deeper customer insight 3

4 REASONS TO CHOOSE B2B CRM 1. Your Success is Our Success - Every B2B and Certified Solution Provider team member is committed to helping you achieve CRM and business success 2. Cloud or On-premise Deployment - The choice is all yours 3. Data Security - Protected and monitored 24/7 4. Rapid Deployment - Installation support and customized training gets you up and running fast 5. Easy Access Users Rave About - Customer Service is superb 6. Integration with Outlook - Add contacts and more without switching systems 7. Configurable - Add unlimited custom fields to match your unique needs 8. Low TCO & Fast ROI - Build relationships that turn into revenue 9. Expanded API Infrastructure - Connect with thousands of applications for deeper insight 10. Centralisation of Customer Data - EMEA Customers Rated as #1 Benefit of CRM 11. Increased Visibility of Communications and Activities - EMEA Customers Rated as #2 Benefit of CRM 12. Deep Customer Insight - Consolidated within a single view, with drill down for more 13. Enhanced Productivity - Innovative automations eliminate manual, repetitive tasks 14. Improved Customer Segmentation - EMEA Customers Rated as #5 Benefit of CRM 15. Multiple Business Processes - Set them up to match customer segments and lifecycle stages New in B2B CRM Productivity Boosters Business Processes for Each Customer Segment - Why treat all customers the same when you can tailor your business processes and opportunity stages to match the buying lifecycle of each customer group? Set up business processes for each segment to provide proactive, relevant service and support. Automatic Elapsed Time/Duration Calculation - Automatically calculates elapsed time from a start date. Easily setup to track critical timeframes such as time passed since last contact, contract renewal dates and personal anniversaries. Can be used to automatically update data displayed in dashboards, searches and column views. Automatic Update of Last Contact Date - Automatically tracks when a client was last contacted, based on s sent, appointments completed, manually-set date and more. Can be used to highlight clients with pending and overdue contact and more. Customized templates for appointments and reminders - Elevate the professionalism of your communication by creating branded templates for notifications and reminders. Create multiple templates for different audiences or communication types, with headers and footers that reinforce your corporate story. 16. Integration with Marketing Automation Platform - Keep contacts, data and results in sync 17. Anywhere, Anytime Access - When visiting customers and working remotely 4

5 Simplified Reporting Setup - Choose a column setup before generating a report to view the exact dataset you need. Simplified one-click report generation gets you relevant information faster and easier. Us e r Ex p e r ie nc e Enha nc e m e nt s Modern, clean interface - Fresh colours, easy to read type Calendar Usability - Significantly easier to see the availability of co-workers and resources such as meeting rooms, ownership over appointments you set up, easy to read appointment details. Module identification - Clearer identification of which CRM module you re working in. Floating Notification Panel - Non-intrusive notification of events, tasks, etc. even when your browser window is minimized (Chrome, Firefox only). Ex p a nd e d Int e g r a t io n Inf r a s t r uc t u re Expanding list of enterprise application integration (EAI) technologies we work with to enrich the breadth of solutions available to customers in the cloud, and provide deeper customer insight. Integration with Outlook - Do more without switching systems - easily add new contact details and communication, and quickly set up a Sales Opportunity or followup Task in B2B from within Outlook. Integration with MailChimp - Marketing Automation Platform B2B Connect for Use with MailChimp helps you keep marketing campaign data and contacts in sync, and delivers visibility into MailChimp campaign results within B2B. The All-Inc lusive B2B CR M Solution Sales Management Functionality For Maximum Team Productivity With all client information centralized in a single view that s accessible anywhere, anytime, it s easy to respond to new and existing opportunities, manage accounts and accurately forecast your sales pipeline and revenue. Effectively Manage Accounts - Build long term customer relationships, manage accounts and personalize your view. Search on any field and create one-click access to frequently used customer and prospect lists. Manage sales territories by setting up parameters for lead assignment and record access. Increase Close Rates - Monitor the effectiveness of your sales team by measuring close, abandon and loss rates for all opportunities. Discover where to focus sales efforts and move towards a predictable sales pipeline. Improve Sales Forecast Accuracy - Built-in sales forecasting and management makes light work of tracking progress against goals. Graphical sales reports that match your sales process provide visibility into every detail including probability of close, allowing you to take proactive measures to ensure your team hits their targets. Effectively Manage Sales Leads - Ensure all leads are handled in a timely manner, leading to higher sales conversion and revenue. Automatically alert the right person for follow up, and track the status and source of every opportunity to measure funnel and conversion rate. 5

6 Real Time Insight - Stay on top of productivity and revenues with real-time visual snapshots of company and team performance. Easily configure dashboards and customizable report templates to provide the insight needed to adjust tactics or re-focus resources. Anywhere, Anytime Mobile Access - Easily manage appointments, view critical customer and prospect data and monitor key metrics from your desk, at home or on the road with 24/7 access via any smartphone, tablet or any web-enabled mobile device. Marketing Functionality For Personalized Customer Communications Consumers do their own research long before reaching out to talk to your sales team, so it s critical to provide them with the information they need to make a purchase decision. Automated multi-phase campaign scheduling, list management, web forms, and a Return On Investment (ROI) calculator make it easy to deliver the content customers and prospects need, and ensure you spend your marketing budget and resources wisely. Fill the Sales Pipeline with Qualified Leads - Segment your customers and prospects to receive relevant information targeted to each audience. List management capabilities allow you to search and filter data, ensuring your campaigns move targets along the buyer s journey and prepare them for a sales conversation. Automated Campaign Management - B2B's Campaign Manager makes it easy to execute multi-phased campaigns that automatically nurture relationships over time. Events like site downloads, purchases and service incidents can trigger specific automated campaigns that offer appropriate and timely resources. Web-To-Lead Forms - Wizard-driven web forms capture online enquiries which can be customized, branded and used for a variety of marketing campaigns, from free trials to event registration, online surveys and more. Form data can be imported directly into B2B and into the hands of the right sales person. Monitor Key Metrics - In-depth marketing dashboards provide insight into every campaign performance, lead source tracking and more. Get real time insight on conversions from leads to opportunities, opportunities to sales, and measure Marketing s contribution to business success. Integrate with MailChimp - Keep marketing campaign data in sync and see individual results from MailChimp campaigns within B2B via two-way synchronization of contact and campaign data between B2B CRM and MailChimp. Customer Service & Support Excellence The future of your business depends on your ability to keep customers happy. In doing so, they ll reward you with repeat business, bigger orders and valuable referrals. B2B makes it easy to arm your Customer Service team with all the information they need to answer questions, resolve issues quickly and turn customers into champions. Unified Information - Empower Customer Service with the background information they need for resolution-focused conversations. Capture , phone, web and even Sales data points to provide a complete case history of origin, severity, priority, status, previous communication and all related documents. 6

7 Case Management - Easily raise resolution tickets, complete with case numbers, product categories, assignments and other details that are fully searchable for quick access. Use alerts and notifications for faster response time and escalation of more serious issues to subject matter experts. Central Knowledge Base - There s no need to reinvent the wheel when you can share details on successful incident resolution, frequently asked questions and detailed product information with your Customer Service team and customers in a searchable online library. Customer Self-Service - Reduce administration and improve data quality by giving customers access to your database and select fields. Customers simply login via a web portal integrated with B2B to update their contact data and view service case and order status. Computer Telephony Integration (CTI) - Detect and display corresponding records, capture critical client history and improve call accuracy for both inbound and outbound calls. Service Level Insight - Track team performance across key metrics with pre-built dashboards and customizable reports, plus use the intelligence to improve service levels and speed of response over time. Flexible Deployment Options B2B CRM - Our Cloud or Your Server - B2B CRM Live, hosted in the cloud, gives you access to all B2B CRM features and functionality automatically. And you can rest assured that your information is stored in a data centre with world-class reliability and security. B2B undergoes comprehensive ISO27001 penetration testing with each major release to ensure our solutions meet stringent security standards. You can choose to host your B2B CRM solution on a dedicated server in a private hosted cloud that isn t shared with other companies, and include other business software you use to significantly lower costs. B2B CRM On-Premise Web Access - B2B CRM can also be deployed on-premise, via your own internal web access server. Partner-hosted B2B CRM - Your B2B CRM solution can be hosted with one of our Certified Solution Providers. Third Party Data Centre Hosting - If you use a third party data centre to host other cloud services and applications, you can maximize your investment by installing the B2B web-access solution on your existing third party infrastructure. Analytics For insight-driven Decision Making Not only does the B2B CRM twopane, multi-tab display highlight important information and drill down for deeper insight, the pre-built reports and dashboard make it easy to Interpret crucial metrics, turning data into information, and knowledge. 7

8 Business Intelligence - Pre-built sales, marketing, service and management-focused dashboards and build pre-designed reports put customer analysis and actionable information into the hands of decisionmakers and help them solve problems, seize opportunities and refine everyday processes. Configurable Dashboards - Real time, configurable snapshots of Key Performance Indicators (KPIs allow leaders to respond to sales, marketing and service performance, and adjust tactics or resources quickly. View results at a glance in your preferred format, drill down or export to Excel to investigate further. Pre-Built Reports - Find critical information, identify and analyze trends and make better decisions using ready-made report templates for the Address Book, Customer Service, Opportunities and Campaigns. Modify reports to meet exact requirements, then uploaded them to the Report Library for future use. Mobile CRM For Anytime, Anywhere Access When on the road or working from home, you can access vital customer data, along with your tasks and reports via your smartphone, tablet or laptop. Access to Real Time Information - Remote team members can access current contact details and update sales opportunities, marketing campaigns and customer service cases. Manage Tasks On-The-Go - Update contact details, tasks, calendar appointments, sales opportunity data and customer service case information anywhere, anytime. Stay Connected - Easily search for key contacts and accounts directly from the home screen, send s or make phone calls with a single one-click touch. When remote employees upload new contact or account details, they automatically synchronize to ensure on-site teams see the same information. Data Security Your data is stored in our world-class Tier IV data centres (or a data centre of your choice), and protected by CRM Services that monitor and regulate access and usage. Our network is protected via key encryption and twofactor authentication, plus all data is backed up and stored in secure multi-site centres. Compliance with ISO90 01 and ISO ensures your software and data are protected 24/7 by stringent security standards. And your data belongs to you, now and forever. Configurability We give you the power to change field names and add unlimited custom fields to match your unique needs. Create new fields in the Address Book as well as under Opportunities, Campaigns and Customer Service, and choose from alpha-numeric, date-based, formuladriven, numeric, table and yes/no field types. Rapid Deployment Our team of highly experienced Professional Services Consultants and global network of Certified Solution Providers can help transform your business while maximizing the value of your CRM software. 8

9 Certified Consultants with deep technical expertise in cloud technologies, web development and integration are available worldwide to support your full implementation lifecycle; from closed loop lead tracking to sales forecasting, customer service, activity tracking and much more. Choose from a range of professional services options, including installation support and customized training, to get you up and running quickly and smoothly. Support Users Rave About We ask customers what they like best about working with B2B. Customer Service is superb Technical Support is excellent Need we say more? Live Complimentary Training Webinars Customers told us they wanted to learn how to use B2B CRM to the max, so we provide comprehensive training webinars. Every year, hundreds of users attend the basic, intermediate and advanced sessions to expand their skill set and the value they get from B2B CRM. Low Total Cost of Ownership & Fast ROI One of the biggest concerns associated with cloud CRM is the long-term total cost of ownership (TCO). A landmark TCO study conducted by the Yankee Group on hosted CRM systems versus on-premise solutions for SMEs concluded that on-premise CRM solutions were considerably more expensive over the course of a five-year period than cloud-based alternatives. Faster implementation and ramp-up time to productive use of applications Lower upfront and ongoing costs No additional IT infrastructure for servers, networks, storage and IT resources to support them No additional IT application support staff Guaranteed service-level agreements (SLAs) Vendors provide an enterprise-class infrastructure with appropriate servers, networking and storage systems; plus, they are responsible for frequent upgrade application with each new version release, regular customer data backups and required restores, as well as meeting the latest security and compliance requirements. B2B CRM Live takes very little time to deploy and update, has the core features and functionality businesses needs to grow and be more productive and, most importantly, generate a healthy ROI at a low total cost over the long term. B2B CRM customers reap big benefits by building deep customer relationships that lead to more sales. Reasons Our Clients Moved To B2B: The Yankee Report found these key advantages for cloud-based CRM solutions: 9

10 Unified Ticket Inbox Automatically converts client requests from various channels ( s, website, facebook) into tickets and presents them all in a single table. Filters can be applied to list tickets with certain details or by priority. Web Users can submit tickets through the web interface, where you can define custom fields that the user may need or wish to fill out. s submitted by users are directly converted into tickets, with a different address used for each department. Further replies by the user are added to the same ticket. API Utilise the API to open and reply to tickets through code. The comprehensive REST API will let you easily use the help desk functionality in your other software. Social Media Messages posted on your Twitter/Facebook page wall and to your account are converted to support tickets, with support for multiple pages & reply directly to the wall post or message. Powerful Analytics The help desk data is used to generate useful reports. You can find out more about how your help desk is performing overall, how well individual members of team are operating and more details about your users. Our reports framework means you can easily build your own reports too. 10

11 B2B CRM FEATURES Sales Functionality Customisations Customer Service Setup Business Processes for each customer segment Stage aging monitoring Customized templates for appointments and reminders Opportunity Details following tab Forecast report Opportunities following tab in Address Book and Hotlist modules Data access web service Application Programming Interface (API) Web following grid integration framework Search Address Book entries by the fields in custom following tabs Label customization per user Customizable user profile such as , address and photo Customize which following windows to display Case Details following tab Define mandatory fields in cases using logic and rules Pre-defined subjects included in search dialog Customer service following tab in Address Book and Hotlist modules Web links to knowledge base articles Notifications merge fields Better linkage between contacts and associated account manager Web lead capture Capture campaign sources for leads and opportunities Sales quota management 1 merge fields merge templates Sales opportunity monitoring Define mandatory fields in opportunities using logic and rules Startup preferences Key fields customization within web access Upload photos for Accounts Easily switch views between individual or teams customization settings (Saved searches, column views, favorite lists) Colouring rules Duplicate record checking Expanded key fields customizations and display options Marketing / Functionality Web lead capture Campaign ROI management Automated campaign templates Campaign response metrics Built-in marketing reports Campaign manager web access Anti-spam functionality HTML text editor 11

12 Business Productivity Functionality Automated Elapsed Time/Duration Calculation Automated Update of Last Contact Date Template for Word (invoice, letter, purchase order, etc) Ignore year for search date fields by rolling date range Perform other actions while editing a note Notes filter that allows selecting multiple note types Ability to define mandatory fields in Address Book entries using logic and rules One click to map from contact address Quick access for frequently used saved searches and favorite lists Saved searches can be configured with variables for greater flexibility Details tab for contact info for Hotlist module Search Address Book entries by partner Retrieve partners for the selected Address Book entries Retrieve opportunities and cases Appointment reminder messages Printing of individual appointments and improved print appointment details report Anti-spam functionality Enhanced unsubscribe functionality Web form for preference management Notes and s text editor Pre-built and campaign templates Activities following tab Documents filter that allows selecting multiple document types and categories Default document Centralized template library for documents and Excel reports Ability to define mandatory fields in Address Book entries using logic and rules User-defined fields with clickable hyperlinks Activities following tab for Address Book Retrieve Address Book entries from selected opportunities or CS cases Context video help Quick search Customer timeline Contacts following window View multiple users activities in Hotlist Monitor tasks you have assigned to other users Batch editing task dates Task dependencies and sequencing in action plan Appointment management with accounts (Non- B2B users) Rolling date range in Hotlist Unfinished appointments carry forward in Hotlist documents from within the documents tab All contacts retrieval All companies/individuals retrieval VoIP integration Centralized template library for documents and Excel reports handling Automated sending of outgoing s to different inboxes Web links to external documents and social media profiles Enhanced unsubscribe functionality In-product help videos (Hotlists, , notes and documents, global editing, user management, etc.) In-product help videos Address Book contact social media web search 12

13 Business Intelligence Mobile Access OS Support Browser Support Simplified Reporting Setup Setup Business Processes for each customer segment Windows 10 Support Google Chrome Web reports (Sales funnel, users activity, incoming vs outgoing phone calls, Automated Elapsed Time/ Duration Calculation Windows 8.1 Support Mozilla FireFox for Windows and Mac campaign response metrics, customer service workload reports) Automated Update of Last Contact Date Windows 8 Support Android support for Mobile Access Drill down to specific slices of pie and bar graphs in dashboards Single and multi value grouping on dashboards Increased number of columns in dashboards list control Share dashboards via Dashboards SQL server reporting services (SSRS) All day/multi-day appointments Mobile access for tablets (ipad, Android tablets) Prompt for value when retrieving a saved search Select predefined subject line for tasks, appointments Quick Access shortcuts in Home Screen Preferences module that defines the startup screen Windows 8 RT Support Windows 7 Support Microsoft Office 365 Support (Desktop version) Windows Server 2019 Windows Server 2016 Windows SQL Server Windows Server 2012 R2 ios support for Mobile Access BlackBerry Z10 All Access Licensing (Windows desktop, web and mobile) Optimized ribbon style interface Improvements to SQL express storage capacity Simple dashboards creation Automatic login option for quicker access Internet Explorer 11 Pre-built Excel report templates (Address Book, Customer Service, Opportunity, Campaigns) Send s Manage appointments Internet Explorer 9, 10 Internet Explorer 8 Auditing functionality (changes made to Address Manage dashboards Book entries) Customizable column views Quick search Open and share documents Change the maximum number of entries that can be retrieved Create shortcut on device homescreen 13

14 CRM Solution Provider Winner About B2B CRM B2B CRM is fueling the growth of businesses around the world. Our CRM solutions come fully loaded with the core Sales, Marketing and Service functionality companies need to optimize sales productivity, accelerate marketing and improve customer service. With flexible on-premise, our cloud and your cloud deployment options, tailored-to-fit flexibility, state-of-the art security infrastructure, industryspecific editions and anywhere/anytime mobile access, B2B is the affordable CRM solution of choice. Rival this with our custom development options designed to suit your exact needs there is no other product on the market that will deliver what we can. Time to try another way! From offices all over Europe, and a worldwide network of certified business partners, B2B has shipped over 200,000 licenses worldwide. Contact Management Supplier Management Customer Service Management Time & Attendance Management Scheduling Sales Performance Management Pipeline Management Project Management Meeting Notes / Reports Sales tracking Lead Management Customer Database Campaign Management VOIP Connectivity Sage 50/200 & Xero Integration Extensive Reporting API Integrations Document Management and Control Customer Notifications Integrations and Client Updates Viewable Map of Client Locations GET IN TOUCH main: enquiries@b2bsmarter.com website: